I've seen no mention of recording being an option with the IP Phone Agent. I also note that the record buttons are unavailable (ghosted) in the Supervisor Desktop for IP Phone Agent calls.Does this mean it can;t be done?
I've seen no mention of recording being an option with the IP Phone Agent. I also note that the record buttons are unavailable (ghosted) in the Supervisor Desktop for IP Phone Agent calls.Does this mean it can;t be done?
If you want some sentences to be recognized I have configured the Create Menu grammar step and then use the Simple Recognition step but i receive an error of Nuance can not compile. Is there something more I have to configure for Nuance?
IPCC Express 3.1(3) Agent functions properly,is able to login and takes calls, but no transactions for agent show up in the historical reports.
During normal operations some users with Desktop Agent are unexpectedly put into Not Ready condition. They are able to recover by going back to a Ready state. They are not missing calls which were assigned to them. Other agents continue to be in a Re...
I have an IF statement node with the following formulaSkill.Group name CallsQueuedNow>5 play busy. Does not seem to ever hit that busy node calls are still collecting in the queue. Any suggestions
We experienced the folowing problem, there are contacts in the queues, agents are ready but the agents does not receive any new calls.This condition lasted about 30 min after which everything started working normally again. Any suggestions please !!
I work with IPCC enterprise (ICM ver 4.6.2) and i need to change the ANI when call arrived to other unique ID and forward this call with the new ANI.How i change this parameter at Script editor if i can?
Is it possible to install IPCC Express, then upgrade to IPCC Enterprise later?What would need to be done?i.e. Can we re-use scripts we've written? Can we migrate agent configurations/reporting databases and so on?ThanksAaron
I want to map called numbers with a name that can be displayed to in the enterprise data field on the agent desktop.The client has ipcc expressed enhanced so I cannot query a database for the data. I could use the if and then set to match and then ma...
With a Cisco Customer Response Server ,we can mornitor a call ,recoder and playback it.It says that supervisor can silently monitor and record an agents phone call.I want know what is the agent ?Can I just use this supervisor to silently monitor and...
When recording a conversation from the Agent Desktop, Only the inside conversations are recorded. If you place an inside to inside call, you can hear both sides of the conversation on the recording. If you record a call that came across the PSTN you ...
I hace IPC express enhanced server connected to 3550PWR switch port 0/2.The phones are connected to ports 0/7 and the softphone PC is connected to port 0/3.To stasrt recording, I configure the 3550 switch port 0/2 as monitoring port as follows:monito...
When viewing the ACD stats in the desktop agent the results all indicate zeros. This used to be working but recently noticed that they all indicate zeroes.IPCC Express 3.5.2sr1 with Call Manager 4.0(2a)sr1.Any ideas?Thanks
We use IPCC Enterprise 6.0 : ICM 6.0(0), IVR 3.5.1, CCM 4.0(1), CTIOS 6.0 (We don't use CTIOS Client appliation, we make CTIOS ocx file using CTIOS Toolkit)I have to check datas from "OnAgentStatistics" & "OnSkillGroupStatisticsUpdated".Below section...
We'll implement IVR Scenario for Bank & Security. That customer wants below scenario function:1.An inbound call comes in, is connected to an agent.2.In conversation, agent tell the caller "Please input your bank account security password (4 digit num...
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